"The fact that my mother was in ..."

(as a relative),

What I liked

The fact that my mother was in a situation whereby she was in a position to receive necessary care.

What could be improved

Communication. There often appears to be a communication breakdown between doctors and nurses and then consequently the 'service user'!. The nurses are the most likely person to be asked questions by the patient but they are often unable to give the answers as they appear not to have been fully informed. I am sure that is not the case in emergency situations however it does leave patients and visitors unsure of next steps.

Test results seem to take an inordinate amount of time to be returned which obviously delays outcomes. This surely means that often outpatients are kept in longer than is necessary. Maybe increased staffing in those areas would speed the process.

Anything else?

Some of the staff were excellent but unfortunately others were less than helpful. Obviously not enjoying their work. Hospitals are a sad place and I believe there is a huge responsibility on staff to try and make the experience as acceptable as it can be. Not to offload their dissatisfaction onto patients. Sadly most of us are likely to remember the negative outcomes and all staff become tainted by that experience. I fully understand there is dissatisfaction amongst staff in the NHS however that is not the fault of the patients. Individuals have little choice as to where they receive treatment and unfortunately are unable to take their business elsewhere!

Story from NHS Choices

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